Service and Usage Agreement

Your business website is crucial and this is why you trust RW Hosting Solutions. We feel obliged for that and we are prepared to go above and beyond in order to fulfill your expectations and ours. 

Downtime and disruption are bad for business, and you want confidence that your chosen hosting provider is taking their responsibility to your business seriously. 

The RW Hosting SLA has been designed to give you peace of mind. To tell you what you can expect from our team and what we’ll do to make things right if they ever go wrong. 

Our Service Level Agreement (SLA) covers the various components that keep your site up, running, and safe. 

For our customers, the RW Hosting SLA is a contract between you and RW Host. 

It outlines our responsibilities to you and the compensation we will provide if those responsibilities are not met. 

OUR PROMISE 99.9% Uptime Guarantee. 

• We will keep your server(s) online at all times, excluding scheduled maintenance or conditions beyond our reasonable control as per our terms and conditions. 
• We will respond to any emails we receive to our standard support channels within 45 minutes of an email being sent to RW Hosting during our core office hours, and within 6 hours for emails that arrive outside of office hours. 
• We will monitor all our servers 24 hours a day as standard and our Systems Administrators will respond to any alerts from these systems. 
• We will backup your website once every 24 hours and hold backups for up to 5 days for as long as you are an RW Host customer. 
• We will replace any faulty hardware within 12 hours. 
• Where this is not possible, we will migrate clients using that hardware onto alternatives. 

COMPENSATION If we fail to deliver on our 99.9% up time promise we will credit your account with 10% of your equivalent monthly fee, for every full 30 minutes of downtime, up to a maximum amount of your equivalent monthly fee. In order to make a claim on our SLA, please contact our team with details, and we will investigate (verified by our logs and monitoring) your claim for you. 

COMPLAINTS We would like to think that we get things done right, but unfortunately, there are times when you may feel we have got it wrong. Valid feedback from our customers is an essential part of continuing to improve our services and maintain our high standards. We take all complaints and disputes very seriously and ensure that lessons are learned where applicable. If, unfortunately, you wish to make a complaint or raise a dispute with us, please submit an email to our support team – including as much detail as possible about your issue. 

We will acknowledge your email within 1 business day, and aim to resolve any issues within 5 business days